Versa suddenly dead

[Zsanika]

My Versa doesn’t respond to the reset troubleshooting. Customer service couldn’t help beyond that and advised I’ll need to purchase a new one. There is no option to fix it? As my first one died in the first three weeks and this second replacement one died after 1.5 years, I’m very disappointed and as much as I love fitbit’s app, I will be looking into purchasing a different brand this time.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there @Zsanika, welcome to the Community Forums. We acknowledge the limitation we have on our part particularly on what you have experienced. We‘re taking into consideration your comments and sentiments with regards to our products and services. We understand and respect your decision regarding the 25% our Support Team previously offered.

Please note that our main purpose is to avoid negative experiences to our customers, we're always willing to help and provide troubleshooting steps. Then, if the tracker is deemed defective we review eligibility using the one year warranty option.

Additionally, our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy is set into providing as much coverage as we can.

If you have any questions about the resolution of your case, feel free to contacted them back for further explanation or you can check our warranty policies here for a better understanding of the information that they provided to you.

I'll be around if there's anything else I may do for you in the meantime. 

[AmandaK929 · Accepted solution]

My versa 2 did something similar. The battery drained overnight, from 74% to dead. And I've only had it for 6 months. It took me 20 mins for the charger to connect it. And I made sure everything was clean and connection was good. 

When I called customer service all they said was it will take a week to troubleshoot because  they want me to wear it and let it completely die again, while logging into the app 5-6 times per day. Which i cant really do while at work. I explained again that it's worked fine until last night when it drained while I was sleeping. 

They would not do anything else until I wait the week for the battery to drain. 

I am disappointed. I like Fitbit products but I think after this.. I agree with you and will look elsewhere for a product that doesnt crash the way versa 2 does. 

[MarreFitbit]

Hi there @AmandaK929, welcome on board. I'm sorry to hear that your Versa 2's battery is draining faster than expected. Thanks for taking the time to try fixing it prior to posting here. 

I understand that the outcome of your case with our Support Team is not fulfilling your expectations, but keep in mind that every case is completely different from the other's, thanks for taking the time to share your experiences and feedback.

If you've exhausted all troubleshooting steps to fix your watch and contacted our Support Team, but are not satisfied or agree with the resolution of your case, please get in touch with our them again or you can check our warranty policies here for a better understanding of the information that they provided to you.

Let me know if you have any further questions. 

[SunriseRun452]

Mine did the same thing.  It is only a year old.  After asking me questions to trouble shoot the issue for 2 days, they came back and said it was out of warranty, by 14days)  and they will give me a discount on purchasing another one.   Why would I buy another product that is defective.  When I 1st purchased this product i had a ton of issues with the Battery Draining.   I was sent a replacement and it worked for a year and then suddenly died.  Kind of disspointed that they value sales over Customer satisfaction and quality.  I have been using their product for 4 years.   I guess not anymore

[MarreFitbit]

Hi there @SunriseRun452, welcome on board. We understand why you would feel disappointed. We acknowledge the limitation we have on our part particularly on what you have experienced. We‘re taking into consideration your comments and sentiments with regards to our products and services.

We understand and respect your decision regarding the discount our Support Team previously offered. Please know when a Fitbit devices is deemed defective we review eligibility using the one year warranty option. For our full warranty terms and conditions, see our Return Policy and Warranty.

Our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy is set into providing as much coverage as we can.

I understand that the outcome of your case with our Support Team  is not fulfilling your expectations, but keep in mind that every case is completely different from the other's, thanks for taking the time to share your experiences and feedback. For more information about the outcome of your case, please get in touch with our Support Team again and also, you can check our warranty policies here for a better understanding of the information that they provided to you.

I'll be around if there's anything else I may do for you.

[SunriseRun452]

So you basically contradicted yourself.   1st you say that you review with your warranty in mind and then in the next paragraph you say that every case is different.   When I 1st purchased this watch, it was defective and I asked for my money back and Fitbit refused and sent the watch that currently have that quit working after 12 months.  So in acutality this is different in that this is the 2nd time a device that I received from Fitbit was defective.  In addition, your warranty is not the same for all customers.  If you are a customer who lives in the European Union, the warrany is 2 years?  How is that fair.?  Fitbit can hide behind thier limited warranty but the fact of the matter is you are losing customers and your Brand does not have a great reputation. You are the Walmart of Wearables.   

[MarreFitbit]

Hello @SunriseRun452, thanks for getting back. As suggested above, for more information about the outcome of your case, please get in touch with our Support Team again or you can also check our warranty policies here for a better understanding of the information they provided to you and the answer to your inquiry about why the EEA warranty is for two years from the date of purchase. Keep me posted if there's anything else I may do for you in the meantime.

[SunriseRun452]

Thanks for not answering my question.   I have already asked them and have received no answer.   You must be a bot.   Thanks

[SunsetRunner]

Zsanika, I have the same issue. It just all of sudden went dead and will not charge. they told me I have to wait for an email with my warranty options. Fitbit supoort is BS!! I'm definitely switching to the Apple Watch 

[SunsetRunner]

Same here! Their customer service is horrible. They think offering a discount will help us. I don't think so. As you said, why would I purchase another fitbit when most likely, that will be defective in a year as well. I will never go back to fitbit.

[SunsetRunner]

Your products are not made to last. If they did, you would stand by your products. But you're not!!! Seems as though many people are having the same issues. Which makes me wonder if it's an update you all put on the watches to have these issues, so we all purchase new ones. I will never recommend Fitbit to anyone

[Jatro]

Dobrý den. Koukám, že baterie v zařízení je na denním pořádku. Věčně s ní má někdo problém. Já jsem koupil na Amazonu  v EU Fitbit Versa před dvěma měsíci. Baterie po dvou měsících vydrží 10 hodin. To asi není normální že? A kde mám zaručenu záruku dva roky? Jsem z České Republiky. Angličtinu neovládám. Mohu hodinky akorát zahodit.. !!!